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Melissa Hebert

@melissahebert

Message

I build client insights and reporting that improve account health, retention, and executive engagement.

United States

Message

What I'm looking for

I'm looking to improve client health, retention, and executive engagement through client advocacy, strategic communication, reporting, and cross-functional collaboration.

I've built client insight, reporting, and relationship-management programs at Frontline Managed Services, helping Client Experience and Operations teams monitor account health and act on clearer business intelligence.

As a Senior Client Experience Manager, I managed a diverse portfolio, partnered with IT Directors and CIOs, identified risk indicators, resolved escalations, and supported service expansion. I also redesigned C-suite Quarterly Business Review templates and created client-facing ServiceNow dashboards to improve executive visibility and reporting consistency.

Earlier at BizLibrary, I managed SMB and broader client portfolios, translated needs into internal direction, and maintained an 80%+ retention rate through strategic communication and contract renewals.

Experience

Work history, roles, and key accomplishments

Client Insights and Strategy Consultant

Frontline Managed Services

Jan 2026 - Jul 2026 (6 months)

Built reporting frameworks, dashboards, and client insights to enable Client Experience and Operations teams to monitor account health and act on business intelligence. Served as central liaison across departments to protect data integrity and ensure actionable insights.

ServiceNow Dashboard Reporting Data Visualization Business Intelligence Cross Functional Collaboration Process Governance Quality Assurance Automation

Senior Client Experience Manager

Frontline Managed Services

Dec 2017 - Oct 2025 (7 years 10 months)

Managed a diverse client portfolio as primary point of contact for account health, service delivery alignment, escalations, and long-term partnership success. Built trusted relationships with IT Directors and CIOs, monitored account health, and drove timely resolution of client issues.

Client Advocacy Account Management Relationship Building Strategic Communications Conflict Resolution Cross Functional Collaboration Workflow Optimization Process Governance

SMB Client Success Manager

BizLibrary

Aug 2016 - Dec 2017 (1 year 4 months)

Managed client success across SMB portfolios through strategic communication, relationship management, data interpretation, and account retention. Built multi-level client relationships and applied negotiation skills to secure contractual commitments, maintaining an 80%+ retention rate.

Client Success Account Management Relationship Building Strategic Communications Data Interpretation Negotiation Retention Cross Functional Collaboration

Client Success Consultant

BizLibrary

Sep 2014 - Aug 2016 (1 year 11 months)

Managed client success across broader portfolios through strategic communication, relationship management, and delivery of learning solutions. Translated client needs into internal direction and resolved complex disagreements with diplomacy.

Client Success Relationship Building Strategic Communications Data Interpretation Conflict Resolution Cross Functional Collaboration